AVP, Digital Transformation Team Lead (Customer Servicing), Group Operations Capability Centre, Group COO

Business Function

Group Operations enables and empowers the bank with efficient, nimble and resilient processes through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Group Ops Capability Centre (GOCC) was formed to accelerate innovation via development and deployment of AI capabilities and COE setups, and at the same time to ensure resiliency and standardization. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.

Responsibilities

• Drive software development projects and strategic initiatives that enhance Contact Centre operations, improve employee experience, and elevate overall customer experience.
• Ensure the successful delivery of Contact Centre system enhancements and production fixes across Banking platforms, including CRM and telephony solutions, through comprehensive testing and quality assurance.
• Oversee the preparation and execution of test cases based on business requirements, and collaborate closely with developers and stakeholders to ensure timely resolution of issues prior to release.
• Provide support during system releases, including after-office hours, weekends, and public holidays when required, to ensure smooth deployment during off-peak periods.
• Demonstrate strong ownership and accountability for assigned projects, ensuring deliverables are completed on schedule and aligned with business objectives.
• Lead and mentor a team of Business Analysts, providing guidance on requirements analysis, solution design, testing, and project delivery to ensure high-quality outcomes.